A DSS approach for implementing an online retail banking system: A case study

This article is based on the author’s experience in supervising the development and implementation of a distributed online retail banking decision support system (DSS) for Arab National Bank in Riyadh-Saudi Arabia. The system emphasizes the different components and characteristics of DSS in terms of flexibility, responsiveness, ease of use, interactive interface, and the use of an adaptive process for design and implementation. The system provides branch management with facilities for direct control and monitoring of branch operations and for immediate access to information needed for decision making. Customer service was drastically reduced from an average of 30 minutes per transaction to a one minute average. The prototyping approach made it possible to solicit user participation and to facilitate the training and conversion processes which in turn eased the way for smooth and successful implementation.